Operational Leadership
· Supervise patient-facing employees and contractors (providers, nurses, or clinical support staff) delivering telehealth visits.
· Lead daily operational huddles, shift readiness, and real-time issue resolution.
· Monitor staffing coverage, schedules, and adherence to ensure service-level targets are met.
· Identify and resolve operational gaps impacting visit completion, wait times, or patient experience.
Performance & KPI Management
· Own key operational KPIs (e.g., visit completion, productivity, wait time, adherence).
· Analyze performance trends, identify root causes, and drive corrective action.
· Provide clear, actionable feedback through coaching and performance discussions.
Quality, Compliance & Workflow Adherence
· Reinforce standardized telehealth workflows, documentation requirements, and HIPAA compliance.
· Ensure teammates follow established escalation pathways for clinical and operational issues.
· Partner with QA and Training teams to support onboarding, refreshers, and targeted coaching.
Reporting & Cross-Functional Collaboration
· Deliver regular performance and staffing reports to operational and clinical leaders.
· Collaborate with Workforce Management, Quality, Training, Recruiting, and Clinical Ops teams.
· Support change management, new program launches, and continuous process improvement.